Summary
From day one, you’ll have a voice at BT Group. You’ll get stuck in to tough challenges, pitch in with ideas, make things happen. You won’t be alone: we’ll be there with help and support, learning and development. You’ll make great friends, discover new talents, and feel part of something exhilarating.
Wage
£21,840 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday, shifts to be confirmed.
37 hours 30 minutes a week
Possible start date
Monday 8 September
Duration
1 year 6 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
This role provides technical 2nd line support and managed services to our UK Government, Secure and Commercial customers, through the use of data networks technologies, 24 hours a day and 365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication, consistently demonstrating why our customers are better on BT.
Key purposes of the role would be to deliver an excellent experience for BT’s customers who consume the networking products in the BT portfolio:
* Taking ownership of reported issues, troubleshoot, resolve or escalate customer faults, implement change with appropriate controls and manage and maintain technical documentation.
* To provide technical support in line with the required quality and performance standards.
* Engaging in continuous improvement to deliver a more cost effective and efficient service and responding positively to changes affecting individual/team, openly questioning rationale if unclear.
* Managing the customer experience, keeping the customer informed where appropriate, and working with other parts of BT on the support journey to deliver customer satisfaction.
* This person works directly with the technology teams across BT, taking responsibility for simple and complex support work on customer networks we underpin for UK business and Government. Ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices and protecting the BT Brand.
This job is available in Business.
Where you’ll work
1 Concourse Way
Sheffield
S1 2BJ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
BABINGTON BUSINESS COLLEGE LIMITED
Your training course
Information communications technician (level 3)
Equal to A level
Course contents
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
* Identify and scope the best solution informed by the system data associated with the task
* Test and evaluate the system's performance and compliance with customer requirements.
* Escalate non routine problems in line with procedures
* Use basic scripting to execute the relevant tasks for example PowerShell, Linux
* Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
* Apply the necessary security, in line with access and/or encryption requirements
* Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
* Test and evaluate network environments
* Monitor performance and usage of a network
* Deploy applications on a network
* Set up storage and data access for staff
* Apply necessary security measures, in line with access requirements to a network
* Carry out routine maintenance across network systems, ensuring organisational compliance
* Monitor network-related workloads including DNS and firewalls
* Install or undertake basic upgrades, either physically or remotely
* Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
* Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
* Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
* Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Your training plan
* As an ICT Network Technician, you’ll study for a Level 3 apprenticeship. The course runs for 18 months.
You’ll spend a minimum of 20% of your time learning and studying.
Requirements
Essential qualifications
GCSE in:
* English Language (grade 4)
* Maths (grade 4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Organisation skills
* Problem solving skills
* Logical